Navigate to Tickets > KB Articles (an admin area) to write and manage your knowledge base. Each article belongs to a category, managed from Tickets > KB Categories, and categories order the way articles are grouped on the public page.
A new article starts as a draft, visible only inside your organization. Publish it when it's ready, and it appears on your public knowledge base immediately. Archive an article to pull it from public view without deleting it - its content and history stay intact if you want to bring it back later.
Your admin turns the public knowledge base on from Tickets > Settings. Once it's on, published articles appear on your own public KB portal, organized by category, for anyone to browse without an account. Articles like this one are written and published through these same screens.
Visitors can search across every published article by title and description. Results are ordered by how often an article has been viewed, so the ones people find most useful tend to surface first.
Every article tracks how many times it's been viewed. At the bottom of each article, a reader can mark it helpful or not helpful, giving you a quick signal for which articles are actually answering questions and which ones need another pass.
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